Customer Service Information
We are committed to giving you prompt and considerate attention. Please click on the topics to the right to find answers to most questions. Contact us if there's any further question or information you would like to have.
We do not rent, sell, or otherwise release any of our mailing or emailing lists. We do not share or sell any information about our customers. Your privacy is important to us. Our shopping cart service uses secure servers and is fully protected. We do not use online credit card processing. Every order is printed and manually reviewed and corrected for accuracy and discounts before your card is charged. We'll contact you if there is any question about the accuracy of your order.
Please note our checkout system is fully encrypted and secure. Secure Socket Layer encryption for sensitive credit card information is standard for your confidence, the "https" address prefix assures you your data cannot be intercepted by a third party. Our shopping cart servers are tested daily by McAfee for security vulnerabilities and displays the McAfee Secure logo on your cart.
We accept Visa, Mastercard, and Discover credit cards. Debit cards also accepted- if your ATM card has a Visa or Mastercard logo on it, you can use it just like a credit card. Your card is not charged until your order ships, so there will be no charge on your card at the time you place the order.
Don't want to use a credit card? Use "check by mail" option at checkout. We accept money orders and checks in US Dollars. Please allow extra time for your check to be received and the funds cleared before shipping. There is no guarantee on product availability by the time your check has cleared.
You can also use "check by mail" for checkout, then call us with credit card details if you are not comfortable doing this online.
Out of stock items
If any product is out of stock in your order, we will contact you to offer you the choice to cancel, substitute, or backorder the item. Standard shipping rates apply to all back order requests from customers. If we do not hear back within one business day, we will cancel the out of stock item and ship the rest of the order. If the out of stock item is expected within 2-3 days, we will hold the order until it arrives and ship complete.
Please note on sale items, or any item which states "limited quantities", we will cancel out of stock limited quantity items from your order once sold out without notice.
Please note we do only limited international shipping, email confirmation of placing international orders does not signify the order has been accepted. We reserve the right to refuse any order at our discretion. We will contact you by email if any order is not accepted for processing and shipment. Please note your credit card is not charged until any order has been shipped, so your card will not have been charged.
Want a different color or size? Please contact us if you wish to exchange within 30 days of receipt. All standard shipping charges will apply for exchanges shipped to the customer. Goods returned for exchange must be in new condition. Any goods that are customer used or damaged are non-refundable.
We stand behind what we sell, and your satisfaction is important to us. If anything is defective or missing, please contact us within a week of receiving your order and we will correct it for you. Returns are cheerfully accepted for any reason within 30
days of shipping on goods in original condition. We regretfully cannot refund customers for returns that are opened, damaged or used.
Any returns or exchanges after 30 days may be refused or accepted for store credit only. Please note we cannot refund shipping charges, and return shipping charges are the sole responsibility of the customer. We reserve the right to refuse refund for used or damaged return goods. Please use a trackable method of shipping to return any goods, the customer is responsible for damages or losses during return shipping.
Exception: doll wigs are custom made and are not returnable.
A 15% restocking charge applies to any cut fabrics, some jewelry findings, or doll making kits.
How to return:
- merchandise should be returned in new condition and in original packaging.
- Please enclose a copy of your order with your return. Without this, we may not be able to locate your original order. Indicate if you want an exchange or refund.
- For refunds, we will send you a refund check or credit back your charge card (less shipping and handling charges), depending on your method of payment. We refund shipping charges at ground service rates if we made an error with your order, or if something is defective.
- Please send your return to:
6155 Jackson Rd. Suite A
Ann Arbor, MI 48103
Sorry, we cannot accept any C.O.D. returns.
A re-stocking charge of 15% applies to products that have been cut by the yard (this includes doll skin, velour, inner head tubing, cording, doll kits and felts) unless defective. Wigs are custom made and are not returnable.
Lost or delayed packages
The vast majority of shipments arrive quickly and accurately, and our experience with USPS Priority and UPS are of exceptional accuracy.
INCORRECT ADDRESS GIVEN: It is the responsibility of the customer to provide correct address information with your order.
If an order is lost or delayed because of an incorrect address, Weir Dolls and Crafts cannot be responsible for tracking down, refunding or reshipping your order. If it is returned to us, we will contact you for address correction, standard shipping charges will apply to re-send the package to you. If a returned misaddressed order is cancelled by the customer, a 15% restocking charge will apply if you do not want it reshipped to you. Shipping charges cannot be refunded. If UPS has to correct your address in transit due to customer entered error, the UPS address correction charge of $15 will be charged.
LOST OR DAMAGED PACKAGES: Once in a great while, packages may be lost or damaged in shipping. Please note we are not in control of and cannot be responsible for the postal system or UPS.
All packages are tracked and scanned at the point of delivery. It is your responsibility to be available to receive your package from USPS or UPS. Please use the tracking information emailed to you to contact the USPS about your missing package. While we insure and can refund or reship your order, we cannot refund the postage cost to you unless it is refunded by the USPS to us, in which case we will be happy to pass it on to you.
In the event that the package is lost in transit, we will initiate an tracking investigation. A tracer is put out to see if the package can be located, which takes 2-3 days.
DELAYED PACKAGES: All faster transit packages are shipped via USPS Priority or UPS. In the 48 contiguous states, UPS has day definite delivery, and Priority mail usually takes 2-3 days. For less expensive shipping option, First Class mail or Parcel Post can take longer, up to 1-2 weeks. This is NOT a guarantee, and during holiday seasons it may take longer.
Please plan ahead accordingly, especially during the holidays. Once the shipment has left our premises, we cannot expedite the shipment in any way, and take no responsibility for delays in speed of transit. Please order responsibly allowing enough time for your order to reach you.
Please feel free to contact us.
MAILING ADDRESS: 6155 Jackson Rd. Suite A, Ann Arbor,
NOTE: we are not a retail storefront, and are not set up for in-store shopping.
PHONE: 1-734 - 668 - 6992 (note: we are on Eastern Standard Time.)
Our normal business hours are Mon, Tues, Thur, Fri: 9:00-3:00 EST
WE DO NOT TAKE PERSONAL ORDERS BY PHONE (see note below)FAX: 1 - 734 - 661 - 7992
Please note, our warehouse is not set up for in store shopping. We don't have a cash register or sales staff for retail shopping.
If you are local to us, please order online, and write "pick up order" in the instruction box. We can remove the shipping cost as we process your order and call you when your order is packed and ready for pick up.
ORDERING BY PHONE NOTE:
All prices shown on our website are for online, mail, or fax orders only.
We are happy to answer any questions you might have about our products or customer service by phone.
However, we are unable to take orders over the phone, as credit card safety compliance practice prohibits us from entering your credit card information on our store computers.
We are committed to protecting your credit card information.
We do continue to welcome Net 30 term store or school orders by phone.